Vimeo is hiring a

Technical Support Manager

New York, United States

Vimeo is a leading online video platform with more than 160 million visitors per month. We provide an expansive, high-end toolset for video creators, creative professionals, and businesses, as well as a world class video player.

Our advanced platform and passionate members are matched by an equally remarkable Support + Community team who provide expert assistance on topics like video playback, compression, uploading, and embedding.

That's where you come in. We're looking for a Technical Support Manager to join our Support + Community team at our gorgeous NYC HQ. You'll take the lead on supporting users through their playback, player customization, uploading, and video / audio compression issues in all the different places they can occur (e.g., vimeo.com, other websites, mobile devices, and connected TVs).

RESPONSIBILITIES:

  • Tackle support escalations from other team members, providing friendly, expert assistance to users
  • Vet and ticket user-reported bugs, and communicate with our Engineering team, users, and community team about the status of each open issue
  • Create user-facing FAQs and troubleshooting instructions
  • Create training documents and troubleshooting guides to empower other team members to effectively handle issues on their own
  • Provide Support team with regular updates about all outstanding issues impacting users
  • Track trends in technical issues and user feedback and prepare monthly and annual reports of the most noteworthy items
  • Proactively surface major user concerns to our Product team
  • Maintain our "Compression Guidelines" and tutorials - the technical guidelines we provide to Vimeo uploaders

SKILLS & KNOWLEDGE REQUIRED:

  • Expert technical troubleshooting skills or some kind of technical background
  • Curiosity for understanding how things work “under the hood”
  • Familiarity with how websites are put together, and an aptitude for keeping up with constantly evolving technologies
  • 1+ year of experience in customer support (the more the better)
  • Excellent written communication and interpersonal skills
  • Familiarity with all major browsers and developer tools
  • Familiarity with the processes of video editing and compression (let us know which programs you've used!)
  • Proactive and highly organized approach to work
  • Familiarity with the Vimeo platform and player

If you know what these terms mean already, you've got a leg up: Content Delivery Network, H.264, adaptive streaming, bits vs. bytes, JavaScript console.

BONUS POINTS:

(These aren't requirements, but they'd be giant gold stars on your resume)

  • You have experience working with both engineers and end-users
  • You have experience using a bug tracking system and ticketing technical issues (GitHub, Jira, etc.)

ABOUT THE COMMUNITY TEAM:

Vimeo’s Community team is responsible for making sure that the amazing humans who use our website are happy, supported, and engaged. Community team members maintain our Help Center, manage the Community Forums, host Weekend Challenge video contests, and provide expert product and technical support via email and social media. They’re also advocates for the community within the company. They spend all day interacting with Vimeans directly, so they’re the experts on what our members love about Vimeo and what features they’d like to see in the future.

ABOUT US:

Vimeo’s mission is to empower creators to make, share and sell amazing videos directly to viewers worldwide, in the highest quality possible and with no interruptive advertising. Vimeo is home to the world’s leading video creators and the hundreds of millions of viewers who love them. We’d love to welcome you to both our team, and our community.

Founded in 2004 and based in New York City, Vimeo, Inc is an operating business of IAC (NASDAQ: IACI).